Reporting Accidents and controlling costs

TFP Aviva Incident line  0800 169 4066

Speed         reporting incident within 1 hour if safe to do so

Accurate      third party contact details including witnesses                           

Vigilance      at the scene reporting suspicious activity to Aviva and the Police

Evidence      gather as much as possible e.g. photographic/video evidence,vehicle or fixed cameras.

These SAVE principles are key messages for brokers and clients.


Report accidents immediately – do not delay where it is safe to phone the Incident Line . The 24 hour incident line is included with your policy documentation or crash card. 

You may qualify for a £200 excess reduction with the “Yes Claim Bonus” incentive – see link below. Where someone has been injured as a result of the accident please also report the incident to the police.  

Reporting accidents within the 1st hour is vital as it helps Aviva to manage the cost of the claim.

When drivers are at fault (definite or likely) the next key step after the initial reporting phone call is for Aviva to use specialist teams to make contact with the third parties involved to offer their assistance.

This can include help for alternative transport, repair and assistance for injured people. 

If drivers are not at fault it is equally important to report incidents early so Aviva can check if the other party is insured and obtain an admission of liability.  The inconvenience of the accident is then minimised and NCD (if relevant) can be reinstated faster. 

Fleet operators - please remember the cost of a Third Party claim can directly affect the premiums you pay.


Obtain the mobile and home number of the other driver as well as their name and address.   Try and validate the mobile number by ringing them whilst at the scene or sending a text.   The same applies to witnesses.

Other passengers – be clear on exactly who else is travelling in the third party’s car not forgetting passengers travelling in your taxi when it is a fare. These passengers could be important witnesses to verify the accident circumstances.  

Injured “Ghost” passengers (those never involved) are one of the most common types of fraud.


Be vigilant at the scene and report to Aviva or even the police if you see suspicious activity e.g. the Third Party having his insurance details on a pre-printed note



When taken from smart phones, the actual time & date can be captured, and is then invaluable in reducing costs and potentially help in defending drivers.   Emailing pictures gives a traceable time and date stamp.  

Take pictures where safe to do so which include the scene, the damage to both vehicles and the people involved.  If people remain in the passenger seats try and take a picture of the “vehicle” which shows these passengers.   

If you see CCTV cameras on buildings within the close vicinity to the incident please note the location or identity of these systems as it may be possible to obtain the footage from the owners to help support your claim.      


If your vehicle has on-board video camera recording ensure you protect this footage in case it is needed.  We know that forward facing cameras have helped identify fraud by capturing the immediate seconds before accidents occur and then run for several minutes post accident.      

Additionally the ability of some cameras to provide exact GPS points and G Force data can really make a significant difference in the defence of fraudulent claims and controlling the costs.

SAVE from Rising Costs !

Over the last 15 years Aviva has seen the cost of motor claims increase, often with unnecessarily high costs associated to repair, hire cars, legal fees and injuries.   Motor Insurance premiums have increased to reflect the rise of fraudulent claims and the increased frequency of personal injury claims e.g. Whiplash.  

Of course Aviva do their best to identify and mitigate these claims but regrettably increases are passed back to hard working Taxi companies and drivers. 

This is why using the SAVE principles is so very important. Take a look at the "The story of 2 claims" below which highlights the substantial cost differences.


Crash cards    Yes Claim Bonus    The story of 2 claims

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